Initially, when a user opens a form and clicks on the Toggle template bar, the Template bar should show up to display the available templates for the user. Sometimes these are not available, and shows 'No templates are available Create A New One?'. When the user clicks on the + icon to create a template and closes the window, then the templates start appearing.
The functionality of the toggle template is managed by the UI macro named 'template_context'. If the customer has customised it, and it is not the same as the OOB version, then this issue could happen.
Revert the UI macro to the OOB version.